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1 Professional CRM Support

2 Professional CRM Support Maximising the benefit from your CRM investment The CRM Business is proud to work with our clients to deliver great CRM Solutions. We understand that once your project is live you may want the reassurance of someone being there to help when you need them. With this in mind, we have put together a suite of services designed to help you get the most from your new Microsoft Dynamics CRM system. The services we offer can be tailored to suit your needs from simple break-fix support cover to a complete customer assistance package including on-going customisation and consultancy time to help you get the most from your CRM implementation.

3 What we offer We realise that there are times when not every problem you encounter is a technical break fix issue. Sometimes you just need a little training or some CRM customisation to help you work more effectively. Our support package is tailored to allow you to use our services in the way that best suits your needs. How it works Our CRM Support works on a simple points-based system. There are various categories of support request. When you log a case we make an assessment together about the nature of the problem and decide if: - It s a break fix case In this situation you use a set number of points regardless of how long it takes us to solve the problem. This could be 1 hour/1 day/1 week. It all costs the same. - It s a training issue Sometimes it turns out it s not a problem or bug at all and that the best resolution is to offer you some training. Most CRM support contracts do not usually cover training, however we are happy to train you to resolve common issues yourselves and improve you users CRM skills. Training sessions are arranged and will be deducted from your points on a per hour consultancy basis in ½ hour slots. - It s a change request When there is a change needed to the system, we can schedule the work in using points from your support contract. Again, the points are deducted on an hourly basis in ½ hour slots. Benefits to you This system offers the best of both worlds to you, the customer. You re able to fully utilise our services and expertise safe in the knowledge that we re here when you need us. If it turns out that you need lots more help and services than originally budgeted for, top up points can be bought and added to the contract. There are various price points at which you can enter to suit your company s individual needs. The more points you buy, the cheaper services become. We take the risk of time spent fixing bugs and solving problems, allowing you to put any points left over to good use elsewhere. You only ever pay for the services that you use.

4 Support package overview Service Fault / break fix Customisation Support Self-service knowledge base portal access E-service portal and support CRM user training Telephone support CRM workflow and field level customisations Included Support package details Fault / break fix assistance CRM not behaving as it should? Getting errors in the application that your in-house I.T. staff can t fix? Are you suffering a complete CRM system outage? No problem drop us a line via or the Customer Service Portal and we will work with you to fix the issue. If the fault is actually within the CRM platform itself (as opposed to your data or customisations, for example) we will escalate the incident to Microsoft and manage that incident until closure, on your behalf. Customisation support If you re having trouble with any of the special elements we have implemented into your CRM specifically for your business we can assist. It s possible you want CRM to do more for you, or your business processes have changed, so your CRM needs to as well we can help.

5 Access to self service portal for knowledgebase articles We have a vast CRM knowledge base containing various articles including solutions to common problems, tutorials and how-to guides, and FAQs. All of this is instantly available to our subscribing customers, allowing you to learn how to put your CRM system to the best use possible at your own pace. Access to e-service portal and contact via Our E-Service portal allows customers to log onto our website and log an incident ticket with us directly this is routed to one of our dedicated support staff who will then contact you and become your sole point of contact until the problem is fixed. At any time, you can log on, and see exactly where your incident has got to, and even add more information to existing incidents to speed resolution. CRM user training If you are new to the Microsoft CRM Dynamics family, you may not be familiar with all of the tools and functionality that is now at your disposal. We understand completely and can help you with that from the start. Once you start using your CRM system, you will start to have ideas about new things you d like it to do for you and so will your users. We can help with everything from day-to-day queries on how to use the simplest parts of CRM, right up to helping you plan for your next customisation. Our consultants hold Microsoft Dynamics CRM Certifications, so you can rest assured it s the best help available. Telephone support Sometimes, you just need to talk to somebody. Whether it s explaining a difficult problem or having someone talk you through a new procedure, we can do it. Our staff are available by telephone during regular business hours. You won t be kept on hold or forced through a menu system - we simply answer your call. CRM workflow and field level customisations Nothing is set in stone especially when it comes to CRM. CRM has the ability to change and adapt to your requirements, and you have the power to do that independently. If you do, we can still help you as the people who designed and installed your system, we are ideally placed to help you improve it. Our developers will take your ideas, and help you implement them in CRM in the best way possible. Consultancy service As your business grows and changes, your CRM system will need to do the same. We can provide a consultancy service either remotely or on-site one of our consultants will spend time with you looking at ways to improve your system so that it meets your business requirements, and turning your ideas into a CRM reality.

6 Support pricing Cost per annum 1,000 2,000 4,000 8,000 15,000 20,000 30,000 50,000 Quarterly Fee N/A N/A 1,053 2,105 3,950 5,265 7,900 13,160 Monthly Fee N/A N/A N/A 710 1,330 1,773 2,660 4,435 Points Earned Points used Break Fix Case 16 Remote Training/Consultancy Hour* 17 1 day Remote Consultancy 85 1 day On-Site Consultancy 95 * Can be used in 1/2 hour slots

7 Further information Our Support staff are available 8:30am until 5:30pm Monday to Friday. We have various avenues of communication open to you web portal, and telephone. We don t use hold queues or automated telephone systems, and our staff are all UK based and trained to Microsoft Certification standards, so you know you re getting the best possible help. We use remote support technology so our staff can connect right to your desktop invaluable when providing instruction on using the system, and we can perform any support or customisation requests right in front of you, so you can see how it works. We also help look after all the technology that makes your Microsoft Dynamics CRM system possible. We manage all incidents you bring to us concerning your connection to the cloud, and liaise with Microsoft to ensure your system is always available. Future-proof your system Microsoft Dynamics CRM moves with the times, just like your business and we re there for the journey. We can help with anything the future may bring, whether you expected it or not. Whether it s customisation, additional users, managing existing users, data imports or business expansion just get in touch. Get started today If you re interested in finding out more, call one of our staff on or [email protected] and one of our Support representatives will be happy to assist you.